Big Pharma Sees Big IT Productivity Gains with ServiceNow and Thirdera

As a large, multinational enterprise with thousands of employees and over 50 global sites, this pharmaceutical manufacturer needed to optimise its IT workflows to scale and stay ahead of growing business demands. To improve service delivery—as well as operational efficiencies, automation, and transparency—the organisation recognised the need to transition from its outdated, legacy IT service management system to ServiceNow IT Service Management (ITSM).

The company’s IT leaders engaged Thirdera to implement the new ServiceNow solution and scale IT enterprise-wide. Developing a comprehensive, multi-phase ServiceNow roadmap, Thirdera implemented the large initial phase including ITSM, CMDB, Discovery, Service Request, and a user-friendly Service Portal—along with robust and transparent dashboards and reporting—to help the organisation successfully make the move to ServiceNow. With Thirdera, the organisation built standardised, consistent, and scalable IT processes to support current demands and meet forecasted business growth. The portal’s ease of use has enabled wide adoption of ServiceNow and the company has already recognised many tangible benefits from new operational efficiencies.

Key Challenges

	The global pharmaceutical company needed to transition from its outdated ITSM tool to a scalable, enterprise-ready platform to better meet business demands.
	A lack of well-defined data policies, SSO, and core data integrations in its legacy ITSM tool created constant manual data management headaches for the IT team.
	The IT teams needed to establish standardised, scalable core service management processes that could grow with the organisation.
	The organisation wanted to streamline its IT service management processes to improve IT efficiency, enhance the employee experience, increase transparency, and accelerate issue and service request resolution.

Using an old, outdated system to manage IT requests from thousands of employees worldwide, the IT teams found it challenging to promptly and effectively respond to incidents and request tickets. Employee productivity and visibility suffered, frustrating end users and lowering their overall customer satisfaction.
 
The company’s legacy IT service management system also lacked well-defined data policies, procedures, and automation, bogging the IT team down with manual data management. As the enterprise expanded globally, the global IT teams needed standardised, consistent, and scalable IT processes to support the growing business needs and complexity. 
 
To meet these growing needs, the organisation decided to transition from its legacy ITSM tool to ServiceNow ITSM. And to ensure the transition was smooth, successful, and led to optimal outcomes, the organisation turned to Thirdera to oversee and deliver the ServiceNow implementation.

Our Solution

Due to the implementation's complexity, size, and configurations required, the organisation enlisted Thirdera because of its ServiceNow expertise and track record of successful similar global deployments.
 
The implementation approach that Thirdera took consisted of ServiceNow's best practice implementation methodology combined with Thirdera’s heavy ServiceNow implementation experience. Implementing ServiceNow ITSM globally took only six months and included the following solutions:

• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Service Request Management
• A user-friendly, self-service ServiceNow portal
• Dashboards, reporting, and metrics for service management
• Configuration management database (CMDB)
• IT Operations Management (ITOM) Discovery

Thirdera also delivered technical knowledge transfer and robust employee user training on the new ServiceNow solution so that everyone was ready to use the new platform. Developing and carrying out an organisational change management strategy, Thirdera also equipped the organisation with the tools, training, and support it needed to ensure high user adoption and satisfaction.
  
As this was a major shift for the organisation, the company wisely took a few months to allow its employees to settle in with all the new features and capabilities of ServiceNow. This allowed some minor refinements to be done rapidly—as well as the optimisation of data improvement, process hardening, and service support.

After Thirdera’s successful implementation of this first phase, the company is now having Thirdera implement ServiceNow Event Management—another component of ITOM—as part of its larger ServiceNow journey. 

The Result

By moving to ServiceNow, the organisation was able to future-proof its approach to IT service management. And with the technical and consultative guidance provided by Thirdera, the organisation was able to get more out of its ServiceNow investment, increasing productivity, enhancing the user experience, and significantly reducing manual processes.
 
Thirdera’s proactive communications and training enabled the entire organisation to readily and easily transition to ServiceNow. Employees had the support they needed at every stage of the transition—especially in the critical first days and weeks following deployment.
 
Maintaining consistent processes across a large organisation can be a challenge. With the combined power of ServiceNow and Thirdera, the organisation’s IT teams now have standardised and automated practices that result in faster ticket resolutions and a better employee experience. And by reducing manual, time-consuming data management, the IT teams have more time to focus on what they do best: serving their customers and creating value for the business.

About Thirdera

As the largest global pure-play ServiceNow partner, Thirdera is a trusted Elite ServiceNow partner focused solely on improving and innovating the way our customers leverage the ServiceNow platform. Our experts possess authoritative capabilities and skillsets spanning the entire Now Platform. This extensive platform expertise allows us to understand our customers’ needs and deliver tailored solutions that solve business challenges.

Contact us today to discuss your next project, and enter a new era of ServiceNow partner experience.